ServiceNow CIS-ITSM exam : Certified Implementation Specialist - IT Service Management

Exam Code: CIS-ITSM
Exam Name: Certified Implementation Specialist - IT Service Management
Updated: Nov 04, 2026
Q & A: 205 Questions and Answers

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ServiceNow CIS-ITSM exam covers a wide range of topics including IT Service Management, ServiceNow platform architecture, ServiceNow applications, data and process management, and reporting and analytics. CIS-ITSM exam is designed to test the individual's understanding of these topics and their ability to apply them in real-world scenarios. CIS-ITSM exam comprises of multiple-choice questions and is timed, with a duration of 1 hour and 30 minutes.

The ServiceNow CIS-ITSM exam consists of about 60 multiple-choice questions, which must be completed within 90 minutes. The questions are designed to test the candidate's knowledge and understanding of ITSM concepts, as well as their ability to apply this knowledge to real-world scenarios. Candidates must score at least 70% to pass the exam and earn their CIS-ITSM certification.

Reference: https://nowlearning.servicenow.com/lxp/en/pages/now-learning-get-certified?id=amap_detail&achievement_id=6c8e1d77dbc27f40de3cdb85ca961970

ServiceNow is a leading provider of cloud-based solutions for IT service management, providing organizations with the ability to streamline and automate their IT operations. The ServiceNow CIS-ITSM certification exam is designed to validate the skills and knowledge of IT professionals in implementing and managing IT service management solutions using ServiceNow.

The CIS-ITSM exam is a challenging test that requires a strong foundation in ITSM concepts and ServiceNow platform knowledge. It is recommended that you have at least six months of experience working with ServiceNow ITSM applications before attempting the exam. You should also have a good understanding of ITIL (Information Technology Infrastructure Library) best practices, as ServiceNow ITSM is aligned with ITIL.

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ServiceNow CIS-ITSM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Reporting and Analytics	5-10%	- Performance analytics for ITSM 1. Real-time reporting capabilities 2. Dashboard creation 3. Metric definition and KPI setup
Topic 2: ITSM Framework and Setup	20-25%	- ITSM Pro functionality and capabilities 1. Process activator features 2. ITSM license requirements 3. Baseline configuration - Service catalog and service offerings 1. Variable sets and question blocks 2. Workflow editor for catalog items 3. Catalog configuration
Topic 3: Asset Management Integration	5-10%	- Hardware and software asset tracking 1. Asset lifecycle management 2. Lease and warranty management 3. CI to asset relationship
Topic 4: Knowledge Management	5-10%	- Knowledge base structure 1. Search and publication 2. Article types and workflows 3. Integration with incidents and problems
Topic 5: Configuration Management (CMDB)	10-15%	- CMDB fundamentals 1. Discovery integration 2. CI data quality and reconciliation 3. CI classes and relationships
Topic 6: Service Level Management	10-15%	- SLA definitions and metrics 1. SLA configuration in ServiceNow 2. SLA reporting and dashboards 3. SLA timers and pause conditions
Topic 7: Change Management	15-20%	- Change request lifecycle 1. Approval workflows and routing 2. Change models and categories 3. Risk assessment and CAB scheduling - Change calendar and planning 1. Implementation plan creation 2. Conflict detection 3. Change calendar configuration
Topic 8: Problem Management	10-15%	- Problem workflow and states 1. Linking incidents to problems 2. Problem categorization and prioritization 3. Known error database (KEB)
Topic 9: Incident Management	15-20%	- Incident creation and management 1. Incident states and workflow 2. SLA configuration and monitoring 3. Assignment rules and escalation - Integration with other processes 1. Knowledge base integration 2. Change management connection 3. Problem management linkage
Topic 10: ServiceNow Platform Fundamentals	15-20%	- ServiceNow architecture and UI navigation 1. Application Navigator and search capabilities 2. Lists, forms, and UI policies 3. Configuration and customization basics

ServiceNow Certified Implementation Specialist - IT Service Management Sample Questions:

Question #1

Incidents are stored in what table?

A. Incident [task_incident]
B. Incident [sn_task_incident]
C. Incident [sn_incident]
D. Incident [incident]

Reveal Solution Discussion 0

Correct Answer: D 🗳️